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Archive for June 4, 2019

D365 Customer Service – Virtual Agent – Get Started

Virtual Agent for Dynamics 365 Customer Service is a new cloud offering built on the Microsoft Bot Framework to create powerful bots using a guided, no-code graphical interface.

In this article, lets see how to get started with ‘Virtual Agent’ using a simple demo.

Prerequisite:

  • Subscribe to a Dynamics trail .

Steps to Subscribe ‘Virtual Agent'(Preview):

  • Go to ‘Virtual Agent’ Portal and click on ‘Try preview’

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  • Login with your O365 credentials.
  • Continue by clicking on ‘Create’ link.

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  • You will be redirected to ‘Virtual Agent’ application with a ‘Create a new bot’ popup
  • Provide the bot’s name and click ‘Create’

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  • Initial Bot set up would take 2-4 minutes and you would be notified post completion.

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  • Once the bot set up completes, you need to configure ‘Topics’ to start the bot conversations.

Create ‘Topics’:

  • ‘Topics’ allows to set context of bot conversation. Its a combination of 2
    • Trigger Phrases – Prompts the conversation with BOT.  Phrases like ‘Hi’, ‘Hello’, ‘Help’, ‘Issue’ are sample phrases.
    • Conversation – Represents exchanges between bot and user.
  • Lets create a simple ‘Topic’ by name ‘Welcome’ to wish the User by his name.
  • Click on ‘Go to Topics’ link or ‘Topics’ tab.

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  • From the ‘Topics’ tab, click on ‘New Topic’

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  • Add the ‘Trigger Phases’
    • I added ‘Hi’ and ‘Hello’ as my Phrases to initiate the conversation.

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  • Click ‘Edit’ under ‘Conversation’ section
  • Now you will be redirected to ‘Conversation’ flow page.
  • Add ‘Bot Says’ control, to communicate to User from BOT.
  • Add ‘User Responses’ control, to provide options to User to answer
    • For example, I am adding ‘Tampa’ and ‘Orlando’ as ‘User Responses’ to show the city names as options for User to pick.
  • You can also create a variable to capture User response.
    • I created 2 variables to capture User’s ‘Name’ and ‘City’.

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  • Save the Conversation

Test the BOT:

  • Once you configured ‘Topics’, you can test the BOT by clicking ‘Test your bot’ link on the footer.
  • Turn on ‘Tracing’ to check the flow.

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Deploy the BOT:

  • Click ‘Deploy’ to configure Channel.
  • For this demo, I am choosing, ‘Demo Website’ option, which hosts the bot to a sandbox demo website.
  • Demo Website:

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  • Provide the details and click on ‘Publish’. You will be redirected to the demo website.

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  • Type ‘Hello’ phrase to initiate BOT conversation.
  • BOT responds back asking ‘Please help with your Name’

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  • You can also see City options, which User can select instead of typing.
  • Finally, Bot responds back wishing User by capturing Name and City provided by the User.

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  • Custom Website
    • This is the second deployment option.
    • Allows you to host the BOT in an IFrame control to your web site.
    • Copy the HTML content and paste it in your web site.

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🙂

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Categories: CRM, Dynamics 365 Tags: , ,